Brendan Read : The Readerboard
Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Will VoLTE and the iPhone6 Finally be the Vehicle to Monetize Mobile Video?

VoLTE doesn’t just mean Voice over LTE.  It also means Video over LTE.  IMS/LTE includes support for IR.94 which describes how...

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Alcatel-Lucent aims to Position Small Cells Everywhere

With the introduction of Apple’s iPhone 6 Plus with resolution levels the company calls Retina HD at a whopping 1920x1080 pixels, we...

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Smart Cities Will Make Our Lives Better

By: Anthony Trinh, Integrated Marketing Assistant, Alcatel-Lucent

The Internet of Things (IoT) is enabling the world around us to exchange data via a common network. This data will actually help us to understand the ‘things’ (objects and devices) in our lives and make sense of it. But how does the IoT improve our lives?

By 2020, the IoT will connect more than 26 billion devices and almost anything – your connected car, your dog’s collar, and even your entire city – will be able to communicate with each another. Cities are getting bigger and there are a lot of opportunities to streamline operations and manage scarce resources with IoT technology. Innovations in IoT technology are helping public and private organizations gain in-depth insight into the needs of their communities. Cities will become smart – developing strategies to improve their infrastructure, plan for long-term growth, create more energy-efficient environments, and keep people safe.

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Big Data for Better Operations - The Use of Analytics in the Connected Home

By: Alan Marks, Senior Product Marketing Manager, Alcatel-Lucent’s Motive Customer Experience Solutions

The increasingly competitive broadband market has service providers facing new challenges as they deliver services to today’s Internet-connected home. One challenge is delivering technical support for the rapidly increasing number of Internet-connected devices in the home. Consumers are now connecting gaming consoles, smart phones, tablets and other devices to their residential gateway, and their broadband Internet service. In light of this increasingly complex and dynamic technological landscape, it is no surprise that service providers have turned to analytics to better understand their customers’ needs.

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How to Choose Between iPhone 6 and iPhone 6 Plus

For the first time ever, Apple introduced two phones of different sizes at once. This is a huge deal for the company...

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Sorry Apple, This is Really Samsung's Month

I find if you write about Android or Apple, you are often a target for people who will flame you on social...

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Rich Tehrani Thoughts From California

I've been on the road in Vegas and California over the past ten days or so. Here are my thoughts. The Venetian...

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Opportunity Knocks in Canada?

September 23, 2008

Canadians have lost the puck as it were on the great opportunity that contact centers have provided elsewhere in laying the basis of a strong high-tech economy, which overall has long been fairly dismal with the exceptions of a few bright lights like RIM, Nortel, Mitel, and CRM vendors like Maximizer.

Home working, customer care insights from ITEXPO West

September 17, 2008

While managing the SIP in the Contact Center Certification track at ITEXPO West yesterday I came across two excellent insights courtesy of the speakers and the attendees...on how to manage bandwidth at home agents' premises, and that you don't have to be live with customers to give excellent customer service

Are You Prepared for the Next Disaster? Probably Not

September 12, 2008

There no excuse other than sheer carelessness leading to negligence not to have a solid, tested, business continuity/disaster response plan. Firms that do not are putting their employees' lives at risk along with their businesses. They are a needless part of the problem that professionals like my son, who is a paramedic and who is out there every day saving lives do not need when responding to emergencies. I hope the DMG Consulting/Empirix paper shakes people up. If one more contact center decides to sit down and write or revamp their plans as a result of it then some good will have come.

Lessons From 9-11...No More 'Are You OK? E-mails'

September 11, 2008

Establish an international day of mourning for terror victims of all kinds i.e 9-11 (how appropriate, 9-1-1). After all, people from nearly every nation died in the attacks 2. Launch a campaign to end terrorism aimed at non-combatants. No more deliberating bombing, mining, sinking, and shooting of civilians, and placing military targets in civilian areas.

In Memoriam..9/11

September 11, 2008

There's No Place Like Show...Like ITEXPO West

September 10, 2008

Yet when all is said and done there is still nothing like going to a conference/trade show floor and checking out the solutions and the exhibitors one-on-one, face-to-face, to get realtime information and answers to your specific needs via your multitude of senses. For those reasons I strongly encourage you to attend ITEXPO WEST and make time to visit the show floor to visit the exhibitors to see what's new and what will be new in the way of solutions that could help your organization be the best it can be.

Come to Class at ITEXPO West!

September 8, 2008

One of the coolest aspects of IT EXPO WEST is TMC University

Labor Day Message: Treat Your Workers Well and Be Rewarded

August 28, 2008

When heading off for the Labor Day weekend, think of the people who make it possible: those who work for you like your contact center agents and supervisors for whom Labor Day is a workday where they deliver the customer service that we all depend on. And when thinking of your staff examine ways in which you can treat them better, so that they can become more productive and loyal that in turn leads to higher revenues, lower costs, and greater customer satisfaction. You may even be recognized by your peers for the results that you have achieved.

SpeechTEK Notes...

August 22, 2008

Several notes from SpeechTEK, held earlier this week in New York City...The industry is waiting for 'G', as in 3G, to enable integrated voice/visual (web/video) solutions to mobile customers...Legislation/regulations are affecting offerings...Personalization, speech analytics, and call avoidance coming key...Concerns/questions about security of automated speech authentication

Forget SpeechTek: The Buzz Is With Aumtech/MS Speech Rec

August 18, 2008

I could be wrong but what Aumtech and Microsoft have done is arguably the single most important development yet in speech rec: by putting together the tools that are there.
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